Khoros Communities (Formerly Spredfast + Lithium)

Khoros Communities (Formerly Spredfast + Lithium) Reviews

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Jeni Asaba | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
Khoros is the platform for our discussion-based community. It's where any customer, prospect, or various interested party can come to learn from each other. Through a variety of discussion forums, we give these audiences the opportunity to ask and answer questions alongside other like-minded Apple administrators. This community sits within the product and demonstrates our drive to always put customers at the center of our work.
  • Creation of discussion forums to align with each product
  • Group hubs to create separate spaces for certain verticals or geographies
  • Excellent metrics for a solid view of community health
  • The backend is not intuitive
  • It isn't easy to customize the platform
  • Language capabilities are lacking
If an organization has a large, open community where they want to get customers and prospects talking, they should consider Khoros. If you're looking to build a more targeted community with extensive gamification and built-in rewards (e.g. customer advocacy program), this may not be the best solution for you. Determining what one needs out of a community platform is imperative before deciding how to move forward. Khoros is fabulous for the reason stated, but lacks what's needed for smaller, specific communities geared towards turning customers into fans.
The size of your community doesn't matter when it comes to Khoros. It has the ability to scale with ease, which is one of the main reasons we selected it for our open community. This allows us to support a vast number of verticals and product lines, which in turn allows us to support the overall growth and global expansion of our organization.
We utilize the product coach offering at Khoros a lot, as we feel it's needed to figure out how to accomplish certain tasks that documentation doesn't cover. This is a great resource! Our experience with the rest of the teams at Khoros has been fine, but we haven't been blown out of the water within our first six months of the product being live.
Jürgen Mirbach | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Reseller
Review Source
Khoros Communities is used by our customers in the Telecommunications and Software sectors. Primarily Khoros Communities is used to enable peer-to-peer support. This way customers and users get solutions and advice from other customers or users [which is] usually very fast and very solution-oriented. Thus, Khoros Communities complement and partly replace traditional support channels in a valuable way.
Other use cases include product testing and ideation. The knowledge of customers and users is so diverse, the ideas of users so creative, that these can be used well for product developments and the like. Many users are excited that their ideas find their way into products and that they can contribute to better products coming to market with their own tests. In this way, Khoros Communities enables intensive company-customer interactions that help companies to understand their customers even better and to incorporate their concerns into products.
  • Balanced and complete feature set
  • Excellent customer success programs and customer support interaction
  • No interest in short time sales - only interested long term partnership and long-lasting customer relations
  • Khoros [Communities] does product development rather thoughtful than fast.
  • As a professional services company, we would welcome more options for deeply integrated customization.
Khoros Communities is suitable for customer communities of any kind. Khoros Communities supports the creation of very active communities through its feature set (e.g., gamification, sophisticated notification engine). Moderators are supported to recognize super users and to interact with super users. It is essential that moderators are also personally engaged in the community and build relationships. Khoros Communities is not suitable if resources cannot also be used for community building and moderation.
Khoros communities can scale up endlessly. A single community can grow to almost unlimited user numbers, interactions, etc. It is somewhat tricky to use Khoros [Communities] in a multi-brand environment, which [requires] a multiple communities solution.
On various occasions, we worked closely with Khoros Professional Services, Khoros Support, and Strategic Advisors from Khoros. We enjoy a close and trustful partnership with Khoros. I may highlight, that Khoros [recently] put in all necessary resources to solve performance issues we had. That helped tremendously to solve the issue in a reasonable time. It is worth the effort to engage with Khoros’ strategic advisors as well. Even a team of experienced community managers can benefit from the even greater experience Khoros has and an independent outside view. Summed up: Khoros can help you have excellent operations as well as strategically develop your community to serve business goals.
Score 9 out of 10
Vetted Review
Verified User
Review Source
We used Khoros Communities as the platform for the Zoom Community, which is a self-service support site available to all of our customers and employee users.
  • Gamification: Points, badges, and rank system.
  • Marking of accepted solutions.
  • Hierarchy of categories and boards.
  • Khoros Care to be much more accomodating to the Khoros Community platform, specifically when trying to use to manage community posts from a support perspective.
  • Stage > Studio > Production pushes. There should be a better system to be able to make minor or major changes to the community and be able to more easily adjust versions.
  • More components!! Many more options for dynamic components to uniquely display content (I miss the Jive 'Formatted Text' widget!).
  • More flexibility for customer to access all code to components owned by Khoros.
The Khoros Community platform offers a very user-friendly experience for our end users. The ability for users to navigate through our categories, boards, and easily find where to start a discussion is simple, and simple is good 😊. The gamification is wonderful! All of the easy options to include user roles, ranks, points, and badges are fantastic.

Khoros Care is great in theory and works well as a social studio for social media. But, as my team of Community moderators try to use it (as there are no other options) to help moderate all discussions in our community, it is not the most ideal. The system lacks helpful ways for us to easily track posts that go unresponded to for 48+ hours. Also, in sharing the platform with our social media team, global settings are hard to make work for two different use cases (social media and community).
The majority of features and functions are there but at a (pricy) cost. For us to successfully scale, we need more OOTB localization options, more available components, and more seats on Khoros Care.
The Khoros Support team has been very helpful with us building our community and assisting with case portal tickets!
Stephen Fell | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use the community platform across our entire consumer business. Primarily used as a p2p community for customer to help like minded users, the platform was widened to deliver not only our community but all our curated content to form a single port of call for all things support, taking the place of what was previously three separate websites, now consolidated as our Help & Support site. Our partnership with Khoros over the past eight years has enabled us to deliver award winning digital service.

  • Scalability
  • Uptime
  • Ability to customise a unique, branded experience.
  • Cost, but you get what you pay for
  • Support with complex issues, however they are few and far between
You have more vendors in this space, than you'll have the time to review. However, if you're looking for an enterprise-grade forum platform, that just works and can seamlessly grow with your business then Khoros is ideal. In addition to the core community product, you have a number of other tools and features you can bolt on to take your support experience to the next level. "Out the box" has never been an default setting for us, wanting to customise the user experience, aligned to our brand, it's safe to say your only limitation, unlike other platforms will be your imagination in what you can achieve with the Khoros platform.
In eight years the down time is almost non existent and during unplanned, significant spikes in traffic the platform has not only remained up but maintained performance. Along with their suite of API's, the solution is very scalable.
Initially we used professional services to support the launch. Their guidance on best practice use of the platform, it's features and how to align them to our business goals and objectives for our community, was priceless. Being more mature in our community, we use PS less but still rely on them for guidance and support.
Score 7 out of 10
Vetted Review
Verified User
Review Source
We are using Khoros to provide a platform for our users to connect and share their knowledge to help them succeed at their company using our software. Our goal is to help individuals succeed and thrive using our software and to drive the success of both them and their company. We want to encourage users to engage with other users to share their knowledge and answer questions.
  • Engage in customer success.
  • Recurring focus on our needs as a company to improve the product.
  • Studio Publish/SDK feels very antiquated, and makes it hard to work in.
  • Customizations can be tricky/impossible without Khoros PS.
Khoros has many common features/functionality that you require to help build a successful community, allowing you to focus more on your company's unique goals. Their plans for the future are very encouraging in addressing our future objectives as a company. I also feel taken care of by our Customer Success Director. I know that I can always reach out to them with any of my needs and they will promptly respond, letting me know that they are there for me.
The platform seems to be improving every day to help meet our requirements. My main concern would be the underlying technology and how you have to work in their Studio. However, Khoros has shared their plans to address our concerns. This has me very optimistic about how we'll be able to achieve in the future.
We have had many projects with Khoros Professional services. They were able to give us options, or implement customizations, we needed in order to achieve our objectives. Khoros has always shown us that they are willing to work with us to improve and make things possible. Khoros Support will take any ticket we create and help us get to a resolution.
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use Khoros platform across the whole organization: it hosts our community of customers, partners, prospects, and employees. The main goal is to provide a self-service option 24/7 and knowledge sharing, as well as innovating together with users through ideation features.
  • Customization possibilities: Khoros Communities platform is very customizable, in terms of UI, features, permissions, and other areas.
  • Search capabilities: the best search I've ever experienced, with auto-suggestions, many filtering options.
  • Features: Khoros Communities is a feature-rich platform that has everything a demanding Community Manager may need. Various forum types, outstanding gamification options, detailed community analytics.
  • Availability and stability of the platform is 100%.
  • Labels: there are many areas for improvement there, from having an overview page of all labels in the community, to the admin panel for label administration.
  • User profile: user names are limited by the number of characters (just 15) and the profile pages could be improved.
Khoros Communities platform is well-suited for any company that would like to grow an online community, not just in a form of open Q&A forums, but having an entire strategy behind it. The platform is very powerful and at the same time complex. Definitely not for simple scenarios, where probably simple tools would be sufficient. But if you think of having Q&A, TKB, ideation, blog articles, various user groups, gamification, and be able to customize most of these on your own: Khoros is the best choice (we evaluated 10 different platforms which took us 7 months).
The platform has no limits in terms of users, number of forums, posts, and we can always increase the visit limits.
Khoros Professional Services and Support are one of a kind. I wish every company offered such a customer experience. Our community migration project was handled in a very professional and timely manner, everything was launched on time. Support tickets, no matter of what priority, are also handled quickly. The collaboration with any Khoros team is outstanding.
August 25, 2021

Quick Khoros Review

Score 9 out of 10
Vetted Review
Verified User
Review Source
We use the Khoros Communities platform externally for customer and partner peer-to-peer support. The community serves as a self-service support resource and is a destination for our members to engage with each other and company employees.
  • Customizable platform
  • Regularly provides new features and updates.
  • Easily scalable
  • Coding is required for back end developing.
  • No templates for easy page designs and customizations.
  • Limitations in metrics reporting.
Khoros Communities is well suited for launching a new community—the platform provides out-of-the-box features that enable quick setup and an intuitive structure. The platform focuses on the end-users as well as the managers to best serve both sides of the community equation. I would like to see more tools around content management for a community that is more established and needs the ability to curate old and/or outdated content.
I agree that Khoros is designed to scale with a company's community as it grows. The challenge for Khoros is how to provide the right tools for a mature community that needs to manage its content.
We have used professional services to reorganize our community structure and migrate content to improve overall navigation and search.
Score 9 out of 10
Vetted Review
Verified User
Review Source
The Khoros community is used in the customer service team to support our frontline teams as a self-service tool. As it is a 24-hour tool, customers can get tips on how to troubleshoot and repair their products by interacting with other customers as well as employees. Our internal employees also have a place to share important information and technical advice. The main objective is to provide the answers that our customers are looking for as quickly as possible.
  • Very complete reporting system where we are able to get different metrics and see the trend of our platform activity.
  • Knowledgeable team that is always looking to help us at the best time and with the best solution.
  • Integration with Salesforce
  • The stage environment could be more user friendly since it requires some training to be able to use it.
  • To be able to edit the Community you need to know HTML or have an admin from Khoros to help you with the updates.
Khoros has a great tool, which is a great asset for our clients. The CSM and Khoros advisor support us very well, always giving excellent contributions and suggesting improvements against our goals. We also worked with their professional services and they went above and beyond to get what we wanted.
Khoros is monthly deploying new features and working on updates to make the platform always up to date.
We worked with Khoros Professional Services to redesign our Community and the project went very well. The knowledge of the technical team stood out. As said before, they went above and beyond to make our project what we wanted it to be.
Score 8 out of 10
Vetted Review
Verified User
Review Source
We are using Khoros Communities (Formerly Spredfast + Lithium) for marketing-focused content. We leverage the community features, such as blogs and knowledge-base, to provide useful instructor content and resources. Our published book authors also use the platform to write blog posts on their subjects and to increase their brand. We also use the community to engage instructors in discussions on many topics and to keep them informed about our products.
  • The platform is a good tool to build a community site; you can make your community as simple or robust as you want.
  • The Khoros management team is really good. I really like the support we have from our CSM. They have programming for clients that I enjoy participating in.
  • We really like the community syndication feature where we could create a feed of our community content to our catalog site.
  • We also really like being able to feed our product catalog into the community so that we can tag our products in a post on the community and link it back to our catalog site.
  • Adjusting to the concept of quilts was a learning curve. Creating layouts was not intuitive and requires some training and practice.
  • The admin dashboard could be better by updating the UI so it's easier to use and find the settings you're looking for. Requires training and practice to get used to.
  • Bulk archive should be a feature! Right now, it's just a page at a time.
We use Khoros Communities (Formerly Spredfast + Lithium) for content and peer-to-peer discussions,; we like being able to gate some content and use private group hubs for exclusive audiences. We post some instructor content as gated content so that we can capture leads from the registration. Although we don't use community for customer support issues, we hear that it has been very successful for others with this use case.
Growing the community and adding new categories and groups is pretty simple. The more important thing is having a good content and moderation strategy to support that growth.
Yes, we have used Khoros Communities (Formerly Spredfast + Lithium) a lot to triage issues we saw from our migration from Jive. As we explore more features and test them, we often find something that we can't figure out, so we open a ticket with Khoros Communities (Formerly Spredfast + Lithium). Depending on the issue, responses could be quick or slow. Our CSM is pretty good at helping us escalate some issues that are urgent. We've used the Professional Services and they were helpful in fixing some bugs with our SSO implementation and user login flow.
Score 8 out of 10
Vetted Review
Verified User
Review Source
We are using the Communities to create a positive and encouraging environment for our cx's to visit to gain support for inquires, encourage self serve and share points of views on Rogers products and services
  • Provides a great framework on how to manage a community.
  • Extensive amount of reporting capabilities.
  • Ability to create rewards and or look at trends on how to easily improve expert awareness.
  • The ability to change the look and feel without being a Coder.
  • Issue Resolution Timelines.
  • Integration with business CRM solutions.
I don't have any scenarios where they are not suited to our vision for Community Forums. They are aligned with where Rogers is heading.
I feel that Khoros is a forward-thinking organization consistently wanting to improve and create positive experiences for their cx's.
We have definitely benefited. Prior to my arrival just under 2 yrs ago. The team had a very solid framework in place to support how Rogers wanted their Community to function. We were able to leverage best in class experiences from the Khoros team on various topics and their flexibility and willingness to help has always been evident. They have supported Rogers in building what has been referred to by Khoros as a VERY healthy community through the years as a result. We have been able to increase our call deflection monthly year over year and increase our overall Cx satisfaction scores.
Ty Williams | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
We use Communities so merchants and partners can share, and learn from one another in a variety of languages. Enabling self-service via proactive content, as well as peer to peer support and guidance in our community enables internal teams to capture feedback, identify trends as well as participate whenever possible which helps build trust with our community members.
  • Insight - A variety of analytics, and methods to access these details are offered.
  • Extensible - Extensive customization opportunities.
  • Peer Support - Khoros Atlas is a great learning destination.
  • Customization - Opportunities are limited unless you are a developer, or have dedicated developer support.
  • Development - Staging/sandbox performance could be improved.
  • Campus - Training courses would benefit from a refresher.
The Khoros platform does things right and enables companies to provide a quality experience that follows industry best practices.

With customization, the platform can be tweaked to support just about anything you might need which makes this is a good starter platform as well as something that you can develop on for the long-term.

Companies that need to provide more than just a basic forum experience should consider Khoros due to the flexibility and scalability it offers as you grow such as implementing a TKB, Ideas, Groups, etc.
The platform offers extensive customization so anything you think of it is most likely possible. Customization like this does require developer support however but once engaged they will be able to leverage quality documentation and an active customer community (Khoros Atlas) that can help them accomplish their tasks.

In terms of handling crisis or high-volume events, I have experienced a few of these using this platform and each time Community remained stable and snappy.
We use support for break/fix assistance primarily, opting to use product coaching and peer discussion for strategy and goal planning instead. Professional Services was involved during our large scale migration and was supportive.
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use Khoros Communities to support our prospects and customers on our products. We also use it to power our knowledge base.
  • Vision - They have a clear vision of the future and deliver incremental value to their customers.
  • Feedback & Voice of the Customer - They listen to their customers and take steps to implement needed feature fixes or innovation to drive customer value.
  • Leader - They are a leader in this space. No other platform can come close to the ability to securely scale and power massive communities/page views. This is a strategic advantage for them vs. other smaller / newer players. If you are running a consumer-grade or enterprise-grade community with millions of views a month - you need to be sure you have a platform that will deliver.
Khoros is best used for external, customer-facing communities. They have added several features recently that make it really attractive to power open and private, on-demand "sub-communities". I would not consider the platform best for internal, employee-only facing communities. But they are on their way to bringing powerful capabilities for that niche as well.
I mentioned this earlier but this platform is definitely enterprise-grade, secure, and scalable. It can handle millions of page views without degrading response times. It can also "scale" in terms of supporting a variety of business use cases through configuring the system and features to meet a variety of needs.
We have engaged Khoros professional services to help us with our community integration strategy and execution when our company merged with another company. The talent was superb and their commitment to our success was clearly evident.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Our Khoros Community is used across the organization. It is used to provide self-service content, peer-to-peer support, product information and discussions, and more.
  • Interaction styles - there are various options available and they function differently enough to be unique.
  • User management - you can segment users and assign permissions and access as needed.
  • Style - you can use what is out of the box or apply your company's unique branding.
  • Content management - although last year there was an overhaul to the text editor function, there is still a lot of room for improvement. We often receive complaints from users attempting to create content in the community. There is also room for improvement in approval workflows for blogs and KBs.
  • User permissions - while there are pros to user management, there is still a lot of room for improvement with granular permissions to segment users even more.
  • Personalization - serving up content to users that they care about.
A Khoros Community is great for an enterprise that wants to create a home for their users.
It may be less suited for a company that only wants a forum board. The platform is much more robust than this.
I have managed older, larger communities and there is some room for improvement with scalability when it comes to content and users. Archiving, performance, etc. are all important to address.
We engaged with Khoros Professional Services to help with the launch of the community and updating the styling to match our brand guidelines. It was great to hand them our style guides and not have to employ our own internal resources.
  • Online training
  • in-person training
Chris Hemedinger | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use the Khoros to host our peer-to-peer support forum for our customers. It's visited by SAS users around the world to find answers to their SAS usage questions, best practices, and to connect with other users and with SAS experts. Our community helps customers to find answers to their questions so they do not need to contact technical support as often. This self-service provides a better customer experience, and of course, it also reduces support costs for SAS.
  • Optimized for internet search (SEO).
  • Ease of use for visitors.
  • APIs and data access.
  • Advanced skills needed to style/customize.
  • Need better support for private groups.
  • Need to improve timely and comprehensive response to support cases.
Our community is a highly searchable knowledge base of Q&A and expert articles. Thanks to good SEO practices, the content draws millions of visits per year, which we know translates to better customer experience. The insights from Khoros community data are helpful in understanding the usage and engagement. And responses to the built-in "impact survey" help us to quantify deflected support cases and ROI.

We also make heavy use of Khoros APIs to gather data and publish content. We are able to automate some bulletins/announcements using the publishing APIs. We use the bulk data API to pull all transactional data (visits, posts, views, likes, and more) and add to our own enterprise data store for reporting and action.

But, Khoros is not optimized as a technical community. Many visitors expect something like Stack Overflow, and this is a different experience. We aim to provide a richer experience by adding curated content and networking opportunities, and the Khoros community platform is good for that.
Our Khoros community is hosted in AWS in multiple nodes, and we know that as demand increases this can scale. Khoros manages all of this for us and delivers solid uptime. The community platform is extensible and we can customize the experience in many ways. For example, we used bulk data transactions and our own SAS analytics to build a topic recommendation engine, which we plugged into the community visitor experience using our own services and APIs.
A major reason that we partnered with Khoros was their deep expertise in communities. Khoros also hosts its own community ("Atlas") where community professionals can share ideas and practices.

Since our original launch in 2015, Khoros (formerly Lithium) has undergone lots of changes in leadership and personnel. However, they remain good partners with a deep bench of community experts.
Brian Oblinger | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
I have used Khoros Communities at two organizations to build vibrant communities of customers, partners, and employees to drive to increase engagement, satisfaction, retention, and a host of other imperatives across the business. The primary use case in both instances was scalable support via case deflection and cost reduction. We then leveraged it across a number of other use cases including learning, innovation, ideation, internal collaboration, and corporate communications.
  • Robust - The feature/functionality set is best-in-class.
  • Scalable - The platform can handle any volume/size community you can throw at it.
  • Extensible - APIs and customization frameworks enable great flexibility.
  • Workflow capabilities for things like Knowledge Base and Blogs are lacking (updates have been promised for 2020).
  • Minor features that are present in other solutions are missing (although the roadmap pace of releases is picking up).
If you are serious about owned and branded community as a core pillar of your business, Khoros is best-in-class across a number of key areas. It is no surprise that many of the largest brands in the world utilize Khoros Communities due to their ability to deliver a quality experience at scale. Khoros' flexibility to customize and ability to integrate with many different business systems gives it an advantage over competitors.

Those that fail with Khoros often do so at the hands of their own community strategy (or lack thereof), not because of technical roadblocks or lack of execution of Khoros' part. This is true of nearly all community platform vendors.
I am not aware of another active enterprise community platform that can achieve the scale that Khoros offers at this point.
Khoros' Professional Services team is likely the best in the industry in terms of the quantity and quality of insights and success they can deliver. A team of their experts walk you through the entire launch process and stick around to ensure that you are meeting your success criteria for some time after. They also have a technical team that can help you build customizations, integrations, and do design work if you need it.
Score 9 out of 10
Vetted Review
Verified User
Review Source
The Khoros Community is being utilized across many teams and departments within Qlik, most notably within Marketing, Support, Customer Success, and Product Management. The Khoros Community is utilized as a primary delivery channel or 'hub' that allows us to connect and interact with our many Qlik users and fans across the globe. Being able to connect with our members is of paramount importance - we help them by answering questions and/or address challenges they may be facing -we have teams standing by to do just that.
  • The platform has strong capabilities that assist us to drive SEO optimization.
  • Analytics. Community Analytics thru Admin Panel and/or LSI is powerful.
  • Early Access Programs allow us the opportunity to see what's coming while allowing us to also be part of the process to give our feedback.
  • Account Team Coverage. the Khoros Team has always been there to assist us often at a moment's notice.
  • Customizations - You will need access to developer resources for sure.
  • Content Types - More needs to be done to bring in some of the key functionality that made Jive so great - such as with groups and events.
  • UI - need easier ability to manipulate the UI perhaps in a drag and drop capacity.
  • Back-end moderation controls - Should not have to buy another package (CARE) to do what we need to do to moderate effectively.
With the Khoros platform, you are well suited to scale. If there is a desire to grow your community you can feel comfortable that Khoros can grow with you. Khoros is well suited in a situation where you want to host both internal and external audiences as the roles/permissions/security setup allows you to create gates in situations where it is warranted. Khoros seems complicated both in implementation effort and cost to use for a 'small' community.
With Khoros you are able to scale without fear of degradation in performance. You can grow and/or modify the 'structure' of your community as you need to.
I highly recommend the use of Khoros' Success Services which are points-based professional services 'packages' - it feels like an a la carte menu of options to select from. If you have projects on your horizon there is likely a package you can utilize to help you execute on that project. Offerings range from assessments and audits to execution of deliverables.

I highly recommend a support option that will give you a dedicated manager to assist in managing support cases. This was a challenge for us initially but after upgrading our support we already feel the difference. We consider the Khoros team an extension to ours.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Khoros Community is the backbone of our support forum, which offers peer-to-peer product solutions and engagement opportunities for our users. In conjunction with a dedicated help site, the primary value of these resources is to provide users with solutions without requiring them to open a support case via live channels. The ability to convey information in a one-to-many format is critical to minimizing contacts on other channels while ensuring an excellent experience for all users.
  • Highly customizable.
  • Strong analytics.
  • Excellent SEO optimization and visibility.
  • Out-of-box experience isn't ideal for every use case.
  • Admin tools can be difficult to navigate.
  • Analytics require work on your part; deep insights aren't offered by default.
The Khoros Community platform offers every feature you could conceivably ask for in forum software. It's appropriate for large communities that warrant a wide range of features and customization. It may be less suited to small, simple communities where many of its features are unnecessary. The out-of-box experience is acceptable, but I would recommend the assistance of a dedicated web developer to create a truly branded and tailored forum.
Our community has multiplied in size many times over since we first started using Khoros Community. Between our own ongoing education, expanding the application of Community, and development of the product, we are always discovering new ways to utilize the software. We've never once felt like we were outpacing the capability of our software.
Our contacts at Khoros have been invaluable to our success. Having a technical account manager means we always have our finger on the pulse of service issues, development challenges, or open support tickets. Our business and marketing contacts put us in touch with other community managers to discuss best practices and keep us informed of new opportunities that might be well-suited to our business. We come up with lots of wild ideas, and our Khoros partners are usually the first place where we go to discuss.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Currently we are using Khoros Communities within our Customer Organization to assist end users in their search for product education, training, support and best practices from others using the tool and from within our organization.
  • The Khoros Communities platform has an incredible ability to scale quickly.
  • The platform is highly customizable for a unique user experience (with development expertise).
  • The Analytics provided by the platform both natively and through APIs are incredibly powerful for data driven decisions.
  • The Admin UI has not been updated in over 10 years and begs attention for a better user experience.
  • The ability to scale is both a blessing and a curse, as the granularity and complexity of things like permissions can be very difficult to manage.
  • Also, the customizability is both great and not great as there's limited changes one can make OOTB without development assistance, despite the 'feeling' that it can be drag and drop.
Khoros Communities is very well suited for organizations that are willing to invest in the product itself and in the team to support it. The platform has immense power, but requires resources and skills to be truly put to its best use. This is not a set it and forget it product, but rather truly a platform - which is only as good as those who actively manage it. For that reason Khoros Communities is often best suited for large enterprises or smaller organizations that truly believe in the power of community to support their business goals.
It's very powerful if you know how to make it work for you - but again, this often requires development work.
Only during our implementation phase, which was a positive experience.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Khoros Community is currently being used by my organization as a platform to host and operate our own Community forum. This forum is for our users to discuss our products. The Community also gives our internal team key insights as to what our user base is saying and delivering hot topics to key stakeholders. Before we had no 'owned' forum for this type of discussion and now we are able to pull metrics!
  • Community Analytics - You're able to pull analytics such as page views, registered users, top posts, etc. which is a great feature for different teams within our organization.
  • Helpful staff - The team at Khoros is unbelievable! They have helped me build an amazing Community and continue to answer questions in a timely manner. They also have a great Community, which I explore on a daily basis to help scale my Community.
  • Although Khoros continues to provide Product Coaching, I'd love to see a more in-depth approach to coaching after your Community has launched. I think it would be helpful, even if it was a yearly touch base and an in-depth overview of how your Community has performed and make any applicable changes. I.e. My community doesn't really do well with the Gamification. Our users don't necessarily use it. I'd love to talk to a Community Strategist as I did when building the Community to talk about this in more depth and plan accordingly.
I would absolutely recommend Khoros Community to anyone in the field looking to build and implement a Community. I really do feel that they want you to succeed as much as you do. They are continuing to make improvements for the platform, host events such as Engage to meet others in the field, and always take feedback seriously. Our Community has grown to 30k in one year and the platform continues to host this amount with little to no outages.
The platform continues to keep up and makes necessary improvements for success. My team has submitted a few 'feature request' for the platform and we always feel heard. We look forward to growing with Khoros!
My Community team continues to use Product Coaching and the Khoros Community to learn and scale our Community. For example, the other day I posted in the Khoros Community on how to best plan for the new year in regards to Community team growth. Right away, 3 other Community team members replied with their personal experiences and team structure. This type of feedback really helped me with my 2020 plan. It's nice to search within the Community before opening a support ticket as this is a great way to reduce wasted time and learn from others. Int he case you need to open a support ticket, the support feature is directly built-in within the Community channel, so creating and managing support tickets is a breeze.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Khoros Communities are being used across our whole organization to be a place for our community members to interact with Microsoft experts, share best practices with the community, to source credible news and information from a trusted official Microsoft source. It is not a place for ticketed support, which makes this community particularly unique. We also identify evangelists and potential influencers based on their interaction in the community.
  • Ability to stand up a white-listed community so it presents our brand well.
  • Deep customization on components and permissions.
  • Access to the Bulk Data API so that we can do deep analysis on metrics.
  • API access that allow traffic to community to flow directly from our products.
  • Lack of technical expertise across their staff, frustrated with a lack of knowledge about how their products work.
  • Responsiveness to requests for answers.
  • Lack of connection between their marketing and communities products.
It's best in class in the industry, but their support could use some improvement.
Khoros has shown a lot of potential, but over the 4 years, we've seen limitations to functionality (video streaming, storage).
March 03, 2020

Khoros Community Fan

Score 10 out of 10
Vetted Review
Verified User
Review Source
Khoros Community is used as a safe place for members to connect with each other or to have access to ask USAA servicing questions. It helps us educate members while facilitating their financial security.
  • Customer service.
  • Integration for quick unified social service.
  • PII and profanity filters to ensure a safe place.
  • Additional features to ensure accessibility requirements are met.
Khoros Communities is well suited for large clients who want a central place to manage their community experience. The Khoros Community is a wealth of knowledge built from Khoros experts and customers who use the tool.
Khoros has been a great partner to help us build new capabilities that help our Community be innovative.
Khoros Support is incredible - I am so pleased with our Customer Success Director who is quick to respond and thorough and thoughtful in the work she provides. Professional services are also a great asset to get a deep understanding of the technology.
Kate Fenerty | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Khoros Online Communities is being used as a peer support community for anyone affected by cancer. The platform enables any Australian affected by cancer to connect, share experiences and stories, as well as seek information in a safe environment that is moderated by trained health professionals.

The use of Khoros Online Communities complements existing information and support services outside of business hours, connecting people with each other in real-time, regardless of when they seek support or information.

  • Privacy - use of usernames and the ability to hide identifying information such as email addresses from public view.
  • Accessibility - the site is fully accessible for people of all abilities, across all devices and platforms.
  • Community - The width and breadth of the community product is huge, even 2 years on, there are things we have still yet to try out and Lithium are constantly innovating the product too!
  • There is always room for improvement on any product, Khoros actively works with its customer community and encourages ideas. They build many of these into their product roadmaps ongoing.
It's the perfect all-rounder, great for product, support or counseling style communities.
Like every backend, it can always be improved upon.

The excellent thing is that Khoros have a hugely active customer support community as well as a fantastic case management system to triage support issues and requests. So regardless of your level of knowledge or familiarity, you're well supported out of the box.
September 12, 2018

My experience with Khoros

Sam Ross | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Khoros Communities in the wider context of our digital customer help. It allows us to deflect calls into our customer contact centers. It allows our customers a place to discuss our great products and help each other out. We also make use of the space to run product trials.
  • Has all the features and discussion styles you could need including standard discussions, knowledgebase, reviews, gamification, Ideation.
  • Easy to use analytics built in with downloadable reports.
  • Great success services to help make sure you get the most out of the features.
  • Need to be quicker at reacting to customer suggestions for product improvements.
  • Slight lack of focus on the community part of their product range in the last year or so
  • Would benefit from a more transparent roadmap with dates!
The Khoros solution is probably better suited to a larger enterprise due to the huge number of features and discussion styles - a smaller operation may find costs prohibitive. Particularly useful if you have a social media management need as well as they also cater for this in their product range.
Allison Fasching | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Originally we started out using Khoros Communities, with our prepaid brands Boost & Virgin, after a very successful launch, we made the decision to move our 12-year-old Sprint Community, over to Khoros. Initially, the primary purpose of all Communities was call deflection. More recently we have begun to use it to improve our customer experience. If you would like more detail, please read about our Social Support success.
  • Configurability. There are so many tools, features and functions, that you can easily customize your community to meet your industry needs.
  • Ease of use. Out of the box both users and admins can easily begin using the Community, but it also offers more technical options, and training for everything.
  • The entire Community is built for optimization, tags, labels, the ability to create custom search, titles, text & canonical URLs.
  • Overall I am very satisfied, as with any tool there is always room from improvement or change, every company has specific needs, so these are a couple of things that would benefit me.
  • Search. The internal search tool works well, but there is room for improvement. Khoros is currently working on enhancements, so I am looking forward to the new changes.
  • Surveys. They have a great survey tool, but I would love to see an enhancement that would allow agents/community managers to respond to customer survey responses. This is probably an industry thing, but our customers tend to use the survey tool as a complaint box.
If you are looking for an online Community platform, this one is hard to beat, however, it is more suited to mid to large corporations. Small businesses typically do not have the volume to justify the intricacies of the platform.
Catherine Kaiser | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
The Khoros platform is used across the entire organization - both for external communities and an internal community. It's a great online platform to communicate with our B2C and B2B customers, allow for customer feedback, and test beta versions of our product. It helps give us visibility into the praises and concerns of our customers and prospects.
  • Ideation
  • Gamification
  • A true focus on community
  • Price
It's well suited for established companies and brands. Would be tough for a startup to handle the cost.

Khoros Communities (Formerly Spredfast + Lithium) Scorecard Summary

What is Khoros Communities (Formerly Spredfast + Lithium)?

Khoros Communities enable organizations to host a space where people find answers, develop expertise, share experiences, and build a brand.

The vendor states that Khoros powers over 400 of the world’s most recognized brands, and boasts 20+ years of experience, the most robust feature set, enterprise scale and security, and a dedicated services teams who aim to ensure a brand's community will reduce support costs, delight customers, and grow business.

They state Khoros Communities key benefits are to:

Attract more visitors & build trust

  • Be easier to find & provide peer validation by hosting authentic conversations on your digital property. The average Khoros community gets 74% of traffic from public search and converts visitors at a higher rate than static websites.

Accelerate resolution to delight customers while reducing costs

  • Create a hub for your customers to connect with experts, learn, and get answers to their questions at any time, in any region. The vendor says users can deflect at least 10% of calls that would otherwise go to the customer service call center.

Innovate faster with constant customer feedback

  • Iterate rapidly and uncover new ideas from a dedicated pool of domain experts who are invested in your success.

Deliver expert community management

  • Nurture large, engaging communities with the most advanced moderation tools, content management, analytics, and expertise that provide quantifiable business value through customer acquisition, retention, and growth.

Khoros Communities (Formerly Spredfast + Lithium) Features

  • Supported: Forums
  • Supported: Ability to verify solutions
  • Supported: Ideas
  • Supported: Question and Answer
  • Supported: Contests
  • Supported: Blogs
  • Supported: Knowledge Bases
  • Supported: Enhanced Moderation Tools
  • Supported: Fully Customizable
  • Supported: Sophisticated Ranking and Incentivization
  • Supported: Native Mobile Support (Responsive UI)
  • Supported: Multiple user permission levels
  • Supported: Easy to use REST API
  • Supported: Spam prevention
  • Supported: SSO integration
  • Supported: Groups
  • Supported: Content Syndication
  • Supported: Support for multiple languages
  • Supported: Support for multiple instances
  • Supported: Rich media support
  • Supported: Promoted search results
  • Supported: Federated search
  • Supported: Historical and Real Time Analytics and Shareable dashboards
  • Supported: Notifications and personalization

Khoros Communities (Formerly Spredfast + Lithium) Screenshots

Community helped generate a 4.2/5 customer satisfaction rating for Consorsbank.Samsung saw support savings up 255% YOY and growing. Their community drives 60% of SEO traffic.Microsoft has seen $2M+ in SEO value and $145M case deflection savings since adopting community.Sony Europe generates $4M in value and 7M searches per monthSyndicate community content throughout digital channels to better engage your audience.On-demand, peer-generated questions and answers to increase prospect and customer engagement.Microsoft resolves 90% of support questions within 48 hours.

Khoros Communities (Formerly Spredfast + Lithium) Videos

Khoros Communities (Formerly Spredfast + Lithium) Downloadables

Khoros Communities (Formerly Spredfast + Lithium) Integrations

  • SAP CRM
  • Adobe Analytics
  • Salesforce Sales Cloud
  • Salesforce Marketing Cloud
  • Adobe Marketo
  • Salesforce Customer 360
  • Microsoft Dynamics

Khoros Communities (Formerly Spredfast + Lithium) Competitors

Khoros Communities (Formerly Spredfast + Lithium) Pricing

Khoros Communities (Formerly Spredfast + Lithium) Customer Size Distribution

Consumers0%
Small Businesses (1-50 employees)0%
Mid-Size Companies (51-500 employees)10%
Enterprises (more than 500 employees)90%

Khoros Communities (Formerly Spredfast + Lithium) Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android, Mobile Web

Frequently Asked Questions

What is Khoros Communities (Formerly Spredfast + Lithium)?

Lithium Community is a fully-featured community platform and is focused on the needs of marketers. Lithium most often competes with Jive Team Collaboration and Get Satisfaction.

What is Khoros Communities (Formerly Spredfast + Lithium)'s best feature?

Reviewers rate Support Rating highest, with a score of 10.

Who uses Khoros Communities (Formerly Spredfast + Lithium)?

The most common users of Khoros Communities (Formerly Spredfast + Lithium) are from Enterprises and the Computer Software industry.